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E pa ana ki Te Tari Taake

Customer Satisfaction and Perceptions survey results April – June 2010

Overall satisfaction with our services

Our customers rated our services on a scale of one to five. Three to five represented "satisfied" and four to five represented "very satisfied".

Satisfaction attribute

3 - 5 rating
Satisfied

4 - 5 rating
Very satisfied

Overall satisfaction 87% 69%
Being able to access services 82% 66%
Being treated fairly 85% 74%
Personable and knowledgeable staff 87% 75%
Staff follow up 81% 70%
Having an appropriate outcome 79% 58%

Satisfaction with our service quality - different customer groups

Our customers rated our services on a scale of one to five. Three to five represented "satisfied" and four to five represented "very satisfied".

Customer group 3 - 5 rating
Satisfied
4 - 5 rating
Very satisfied
Overall satisfaction (individuals) 86% 66%
Working for Families Tax Credits (WfFTC) 89% 73%
Child support 74% 50%
KiwiSaver (employees) 94% 77%
Student loan 87% 73%
Overall satisfaction (businesses) 88% 73%
SMEs 85% 67%
KiwiSaver (employers) 92% 67%
Large enterprises 90% 78%
Tax agents 92% 77%
Not for profits 85% 71%

Perceptions about us

Members of the public who had no recent contact with us rated the quality of service we provide on a scale of one to five. Three to five represented "good" and four to five represented "very good".

They based their rating on their past experiences or from what they have heard about us.

Public perception

3 - 5 rating
Good

4 - 5 rating
Very good

Inland Revenue's quality of service 74% 33%

This table shows perceptions of all those who responded to the survey. Our customers used a rating scale of one to five. Three to five represented "good" and four to five represented "very good".

Our customers' perceptions about us 3 - 5 rating
Good
4 - 5 rating
Very good
Trust in Inland Revenue 83% 48%
Inland Revenue treats people fairly 73% 43%
Operationally effective 80% 47%
Confidence that Inland Revenue does a good job 84% 54%

 


Date published: 27 Jul 2010

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